STATEMENT OF COMMITMENT

SurexCARE is committed to providing excellent housing and support services that are, to the extent possible, equally accessible. Our workers reflect, in their everyday performance, our commitment to creating a more accessible Ontario, and preventing and eliminating barriers experienced by persons with disabilities. We have experience accommodating and adapting the services we provide to meet the needs of tenants and clients with disabilities – if you require accommodations due to a disability, please bring this to the attention of SurexCARE staff involved in your care, and we will do our best to support you.

CORE PRINCIPLES

SurexCARE strives to provide housing and services that reflect the following principles:

• Dignity – Persons with disabilities are valued service users as deserving of housing/services as any other tenant or client.
• Equality of Opportunity – Persons with disabilities shall have equal opportunity to obtain, use and benefit from our housing and services.
• Integration and Participation –Persons with disabilities shall access their community and services in a similar manner as any other member of the public. Where this is not possible, services will, to the extent possible, be provided in another way that considers the person’s individual needs.
• Independence – Housing and services shall, where possible, be provided in a way that respects the independence of persons with disabilities. Staff are willing to assist a person with a disability but will not do so without first attempting to get the permission of the person with a disability.

ACCESSIBILITY FEEDBACK & COMPLAINTS

Enable us to identify barriers and respond to concerns. If you would like to provide general feedback about our services, please speak with SurexCARE staff involved in your care. If you would like to make a formal complaint regarding the accessibility of housing and services at SurexCARE, you may do so by:

• (a) By asking a SurexCARE staff member to complete the Complaint Registration Form on your behalf; or
• (b) Using the contact form on the SurexCARE website (www.surexcare.com). Complaints should include your name and contact information, the services you receive from SurexCARE and housing location (if any), the names of your workers at SurexCARE, and the details of your complaint. Contact form submissions go directly to the Executive Director, who will work with relevant program staff to determine an appropriate response.

You can expect to hear back within ten (10) business days. SurexCARE will make sure that our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, upon request.

ASSISTIVE DEVICES

Clients and tenants with disabilities may use their personal assistive devices when accessing services and facilities at SurexCARE. If there is a barrier that prevents the use of an assistive device on SurexCARE premises or where services are provided, measures will be taken to assist the individual with a disability in obtaining, using or benefitting from SurexCARE services and facilities.

COMMUNICATION

We will work with persons with disabilities to determine a method of communication that works for them. We will provide, on request, information in an accessible format or with communication supports to individuals with disabilities, within a reasonable time frame. Accessible formats and communication support will be provided at a cost that is no more than the regular cost charged to other persons.

SERVICE ANIMALS

Service animals are allowed on the parts of our premises that are open to the public. If service animals are excluded from the premises by law, we will explain why the animal is excluded, and discuss with the individual another way of accommodating their disability in order that they may access our services and facilities.

SUPPORT PERSONS

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises that are open to the public. SurexCARE will ensure that both the individual with a disability and their support person are permitted to enter the premises together, and that the person with a disability has access to the support person while on SurexCARE premises. If you require a Sign Language Interpreter for social events and outings, please let us know (as early as possible), and we will do our best to schedule one for you.

EMERGENCY PROCEDURES

Where our emergency procedures, plans or public safety information are available to the public, SurexCARE will provide the information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

NOTICE OF AVAILABILITY OF DOCUMENTS

SurexCARE will provide documents or information contained in them in an accessible format or with communication support on request. We will consult the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner, and at no additional cost.